American Express Gurugram Hiring Apprentice (Hybrid) | Customer Service

Job Description

American Express provides customer service support to Corporate Card Members, handling day-to-day queries, service requests and account-related concerns over the phone. The role involves understanding members' needs, giving accurate information, resolving issues efficiently and ensuring a smooth service experience. The focus is on high-quality service, compliance with company policies and strong customer satisfaction and operational performance.

Key Responsibilities

• Resolve customer queries and follow established procedures as appropriate
• Offer alternatives and use strong call handling skills to deliver the best possible solutions and first call resolution for Card Members
• Track customer, employee and shareholder metrics against goals, flag issues through feedback and recommend changes to workflows, procedures and service levels based on customer demands
• Adhere to quality and compliance guidelines and make quick decisions when responding to customer inquiries
• Work 24/7 and rotational shifts, including night shifts
• Work in a hybrid environment

About the Company

American Express builds its culture on a 175-year history of innovation, shared values and Leadership Behaviors, with a firm commitment to back customers, communities and colleagues. The company delivers differentiated products and world-class customer service while keeping a strong risk mindset to uphold its brand promise of trust, security and service.

As part of Team Amex, you get comprehensive support for your holistic well-being, many opportunities to learn new skills, develop as a leader and grow your career. Your voice and ideas matter, and your work makes an impact.